Two paths, depending on where you are.
- If you have completed at least 8 to 12 weeks and the formula isn't working, message a board-certified dermatologist on our medical team through your account. They will re-review your case (with updated photos and a short check-in) and may step the strength up, swap an active, or recalibrate the protocol. The most common cause of "this isn't working" is a fixable strength or active issue caught at the second check-in.
- If you experienced irritation, message a board-certified dermatologist on our medical team through your account. If you have questions about early reactions or the adjustment process, your dermatologist is the right person to walk you through what's normal for your specific formula.